Quick Tip: Recognition for Schedule Performance

Programs that offer honor and prestige for top performance not only inspire employees to reach for higher goals, they help to create a positive workplace environment that attracts quality candidates.

At SWBC, a diversified financial services company headquartered in San Antonio, schedule performance is one component of a robust recognition program called “Top Performer,” which carries a great deal of status within the company. Because of the prestige that management has built around being a top performer, it’s a designation that agents active strive for. The company also has a separate recognition program that rewards agents who achieve perfect attendance with an additional bonus. Importantly, the frontline agents were the ones who defined the criteria for the program.

Practical pointer: Getting agents involved in setting the goals for attendance and removing the obstacles is an effective way to get their ongoing buy-in.

Susan Hash is the Editor of Contact Center Pipeline magazine and the Pipeline blog. She is a veteran business journalist with 25 years of specialized experience writing about customer care and contact centers.

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